Chapter 20 Level 1 Study Guide

When handling a guest complaint over the phone, it is a good idea to ________, so that you can develop a complete understanding of the caller’s problem.

• Take notes

• Ignore the complaint

• Transfer the call immediately

• Record the conversation

The feeling that guests take with them from their experience with a restaurant or foodservice operation is called ________.

• hospitality

• ambiance

• service

• cuisine

Restaurant and foodservice employees provide ________.

• service

• products

• entertainment

• transportation

A ________ is one of the least expensive and most effective forms of advertising.

• strong first impression

• television commercial

• billboard advertisement

• radio jingle

Who is responsible for ensuring prompt, friendly, and professional service from the time a guest arrives to the time of departure?

• All food service employees

• Waiter/waitress

• Manager

• Host/hostess

Service can be improved through training, effort, and ________.

• commitment

• luck

• chance

• randomness

The element that attracts a guest to one operation over another is called a ________.

• competitive advantage

• marketing strategy

• customer service

• location

The guest’s initial experience with the operation is called the ________.

• first impression

• final review

• secondary assessment

• concluding observation

Which of the following is a benefit of good customer service?

• Enhanced business reputation

• Free advertising

• The ability to relax

• The option to charge more

________ is the single most important aspect of the job when working in a service industry.

• Serving people directly

• Managing finances

• Developing new products

• Conducting market research